Total Quality Management

Total Quality Management

Total Quality Management

Introduction

World class operations can be defined as operations of the very highest order, and being an international standard in terms of service. It requires a continuous commitment to quality. This achievement would require an intense focus on customer requirements and then to ensure that the service is in conformity to them. Adherence to quality is a must to be classified as a world class operation. It is essential for us to first understand as to what is quality. Quality is the “totality of features and characteristics of a product or service which bears on its ability to meet stated or implied needs” (Holmes, 1992). Quality, hence, can be described as a feeling to the customer that all his requirements have been well conformed to and met. It is also essential to have effective quality management. Quality management is the task of controlling activities with the target to ensure that products and services are fit for their purpose and that they meet the required specifications. Quality management encircles the quality assurance and quality control. Quality Assurance is concerned with the way a product or service is produced. Standards and procedures are then set up with the aim to ensure that defects are minimized if not eliminated during the process. Quality control is related with the review and verifications of work that has been done. Quality control can then be said to have a narrower focus than quality assurance. The management of quality is based upon four components: Commitment: Commitment to quality is mandatory from top management down to the base level employees. Competence: The employees need to be trained to keep up quality. Training is imperative. Communication: The advantages, and need for quality has to be communicated on all levels of the organization. Continuous improvement: Quality is always concerned with continuously improving the standards and to 'raise the bar.' Discussion Excellent service is directly proportional to the quality. Service would only be regarded as excellent so long as the quality is there. If the quality declines or rises, so does the value of service. Therefore, the 'centre of excellence' label can only be attained if an organisation is to follow the concept of Total Quality Management (TQM). Total Quality Management (TQM) is the process of having continuous improvement in quality, productivity and effectiveness achieved by setting up responsibilities of management for processes as well as output (BPP Learning Media Ltd 2011). The principles of TQM have been evolved through a number of management theorists and 'quality gurus.' It is therefore a blend of different but related concepts. The concepts of quality put forward by a few 'quality gurus' are described below: Deming (TQM): Deming (1982) is credited with the development of TQM in Japan. He is of the view that quality can be improved through reduction in process variability. Process variability is the amount of unpredictability in a process. Hence, as the variability decreases, quality and productivity ...